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Refund policy

Returns

Right of withdrawal


RUG SOLID offers 14 days to cancel from the day you receive the goods. If you choose to cancel a purchase, simply return the item in the same condition and appropriate sound packaging as when you received it. All original packaging must be attached to the product as it is considered part of the product. If any product packaging is removed, the rug is considered used and the right of withdrawal is no longer applicable. If the product has been used but otherwise complies with the 14-day period, it can still be returned. RUG SOLID will then in each individual case assess the impairment on the item and make a partial refund.


When merchandise is received and approved, the purchase price is refunded to your credit/debit card within a few days. We cover the cost of the return if the item is damaged. If the item is returned without a complaint the return freight cost is subtracted from the payment refund. It is important that you follow our instructions so that we can expedite your case as soon as possible. Read more under "Procedure".


A purchase can also be undone by denying receipt of the goods or by transferring the product to the packet distributor. Note that we do not receive packages sent by fax. COD.



Complaint


RUG SOLID offers a 24-month warranty under the Sale of Goods Act for shortcomings identified during its normal use. The warranty does not cover defects or damages directly or indirectly caused by improper handling, poor maintenance, violence, or tampering. Complaints about defects must be notified to RUG SOLID within a reasonable time after the fault or defect was discovered or should have been discovered. If a complaint is within two months after the defect is discovered, the complaint will always be timely.


In connection with complaints, RUG SOLID will reimburse reasonable return costs. Remember to get a receipt for shipment, so that we can reimburse your shipping costs. Note that we do not receive packages sent by fax. COD.


It is important that you follow our instructions so that we can expedite your case as soon as possible. Read more under "Procedure".



Procedure


Reversal of purchase or complaints:


  1. Send a message through our contact formula where you state: Invoice number and reason for the return.
  2. Pack the item in protective packaging, write your name and address clearly and enclose a copy of your invoice or order confirmation, so we can identify the package and provide you with the best service possible.
  3. Send the package to RUG SOLID, Telehøjen 6, 5220 Odense SØ, Denmark


Reimbursement


In case of reimbursement please note that it can take up to 10 business days for the funds to reach your account.